Service Manager

Sapiens is on the lookout for a Service Manager to become a key player in our Vilnius TIA team. If you're an experienced Service Manager and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Konstitucijos 21B Vilnius, Lithuania

Working Model: Hybrid (after probation period)

This position will be part of Sapiens’P&C division.

What you’ll do:

• IT Service Management and Coordination (Overall Accountability) under Agreement with the Customer.

• Service Management.
• Delivery Management.
• Governance and Process Setup.
• Quality Management.
• Supplier, Integration Provider Management.
• Customer Contact Management (Issue Triage Sessions, Operational Committees among others).
• Reporting and Sustaining of the Service Levels defined by Service Agreements.
• Cross-Team / Cross-Division Coordination.
• Active participation in Incident, Problem and Change Management Process.
• Service Resource Planning and Management.
• Efficient and Effective use of Planned Resources and Materials.
• Software Release Planning and Management.
• Securing the necessary Compliance Activities and other Contractual Vendor Obligations.
• Service Process / Procedure Documentation and Implementation.
• Continuous Improvement and Optimization of Service Execution.

What to Have for this position:

• MS Excel (Expert Level, Analytics)
• MS PowerPoint (Expert Level)
• Jira / Confluence
• Professional and Clear Technical / Non-technical Communication (Written and Verbal)
• Presentation Skills
• Professional and Constructive Attitude
• Service and Process Orientation
• Ability to Prioritize, Make Sound Decisions and ensure that Decisions are Implemented
• Ability to Perform under Time Pressure
• Fluency in English
• Willingness to travel.

Good to have Skills:

• SQL (Oracle)
• POSTMAN (Calling REST APIs)
• ITIL
• PRINCE2
• ISQTB, ISQTM
• PL/SQL, Java
• Service Now
• Power BI Desktop
• Understanding Cloud Hosting and SaaS principles
• Previous IT Project and / or Team Management
• Previous Software Delivery Experience
• Previous IT Quality Assurance / Test Management Experience
• Previous Service Desk Work experience

What we offer:

• Salary range: 4500 - 7000 Eur Gross
• Custom health insurance
• Life/pension insurance of your choice
• Annual bonus
• Modern and comfortable office in Vilnius center.
• Sapiens is an equal-opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.